My client in the Managed IT Services (MSP) and Telecommunications industry is looking for a highly effective Senior Engineer: Team Lead. Being a managed service provider entails being a third-party Company that takes on the ongoing, day-to-day responsibilities, monitoring and maintenance of a range of tasks and functions for another company (the customer). The MSP and the customer are bound by a contract with a standardised service level agreement (SLA) that defines the expectations and quality metrics of the delivered services. The primary responsibility shall include managing the activities and responsibilities of the service delivery technical team. The role shall include a high level of independence, and strong customer service skills. The responsibilities of the role shall include (not to be treated as an exhasustive list): - Supervising daily operations of network and server infrastructure. - Aligning IT infrastructure with current and future business requirements. - Evaluating risk, developing network recovery and backup processes. - Assessing and purchasing new and replacement hardware and software. - Assuring that IT activities are within the limits of applicable laws, codes and regulations. - Testing, troubleshooting and adjusting information systems to operate effectively. - Implementing security of the network, data and its storage and communication systems. - Interface both with customers and appropriate technical personnel for customer problems that cannot be resolved efficiently. - Design and maintain the process documentation for the service delivery technical team. - Must be able to drive problem investigations and resolution as required while ensuring service delivery technical team members are properly documenting issues for quick future resolutions. - Responsible for tracking and providing resolutions to all customer escalations across service delivery teams. - Build relationships with vendors, customers, and fellow employees while participating in and hosting necessary customer or internal meetings. - Assist senior management with systems tasks in rolling out new services to customers, and provide assistance to creating or improving any service delivery team processes and workflows. - Oversee onboarding of new customers to Managed IT Help Desk. - Ensure that systems, processes, and methodologies are followed according to Company guidelines. - Oversee and track lifecycle management of all IT related hardware assets used by the service delivery technical team. - Responsible for the hiring and training of service delivery technical team members. - Assist in the development of service delivery technical team members from a career/training standpoint. - Provide annual reviews to service delivery technical team members to continue mentoring career paths and building members to provide the skillsets required to provide the quality service the Company's customer expect. - Be able to provide support on most Desktop (Windows/OS X), Network (Windows/Linux and Office) related issues. - Server 2016 (upwards) manage and administration (AD, DNS & DHCP). - Office365 SharePoint administration. Please note that the role shall require travel. - Minimum 6 years experience in an IT service manager role. - Preferred work experience with an IT Managed Service Provider (MSP). - Knowledge and experience in cross-functional management methods and techniques. - Strong organisational, presentation, and customer service skills. - Skilled in strategic planning both from a technical and financial budgeting perspective. - Tertiary qualification i.e., Bachelor degree in Computer Science and/or Information Technology or equivalent. - Should have A and N. - CompTIA certifications preferred. - Knowledge of VOIP protocols, SIP, RTP. - Desktop (Windows/OS X), Network (Windows/Linux and Office). - Server 2016 (upwards) manage and administration (AD, DNS & DHCP). - SQL database installation and migration (2012 & 2016). - Office365 SharePoint administration (entire suite in its entirety, Exchange, OneDrive, Teams, Security, Compliance, Azure Cloud (beneficial). - Fortinet firewall configuration (ideal) and/or any firewall exposure. Please note that shoud you not receive feedback within 2 weeks of your application, please consider it as unsuccessful.
